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Ciarem has three roles you assign to teammates: Admin, User, and Agent. The role decides what someone can open and change, and how much of the Inbox and Contacts they can see. Everyone works from the same shared Inbox; the differences are about configuration access and scope.

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Admin

Full access to everything. Admins both set the product up and run it day to day: the whole Dashboard and Metrics, every conversation in the Inbox, all Contacts (including editing, merging, and deleting), all Channels, the entire AI configuration (Control center, Knowledge base, and Monitoring), Team management (users, teams, tags, and assignment rules), and Settings and billing. If a teammate needs to configure the AI, connect a channel, manage the team, or change the plan, they must be an Admin.

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User

For people who work conversations and contacts every day but do not configure the platform. A User gets the Dashboard, Metrics, the full shared Inbox (all conversations, not only their own), and Contacts with editing, and can view Channels. A User cannot open AI configuration, Team management, or Settings and billing. Use this role for team leads and operators who run the front line but should not touch setup or the plan.

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Agent

The most focused role, for front-line reps who handle only the conversations assigned to them. An Agent lands straight in the Inbox and sees only their own assigned chats: they claim conversations from the queue and cannot reassign them to someone else. They can open a contact to see who they are talking to, but cannot edit, merge, or delete contacts. Agents do not see the Dashboard, Metrics, Channels, AI configuration, Team management, or Settings.

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At a glance

  • Dashboard and Metrics: Admin, User
  • Inbox: everyone (Agents see only their own assigned chats)
  • Contacts: everyone can view; Admin and User can edit, merge, and delete; Agents can view only
  • Channels: Admin, User
  • AI configuration (Control center, Knowledge base, Monitoring): Admin only
  • Team management (users, teams, tags, assignment rules): Admin only
  • Settings and billing: Admin only

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Changing a role

Roles are managed under Team management, where an Admin can invite teammates and change anyone’s role at any time. Give the least access that lets someone do their job: Agent for reps who only answer their own chats, User for operators who work the whole Inbox, and Admin for the few people who configure the platform and manage billing.